Refund Policy

Refund Policy

Effective date: 12 June 2026

Refund method and timeline
- For withdrawals under your statutory right of withdrawal (EU Directives 2011/83 and 2023/2673), refunds are issued within 14 days of the day we receive your withdrawal notification.
- We may withhold the refund until we have received the returned goods back or until you have supplied proof of return shipment, whichever is the earliest.
- Refunds are issued to the original payment method used at checkout.
- Processing time after we issue the refund: typically 1–10 business days (bank/payment method dependent).
- You will receive an email when your refund is issued.

How to request a withdrawal or refund
- Use our withdrawal form at citall.store/pages/ångerrätt (preferred — automatic confirmation by email)
- Or email citallshop@gmail.com with your order number and reason
- See our Returns & Exchanges policy for shipping instructions

Order changes and cancellations (48-hour rule)
- If we propose a change (e.g., replacement item), we will wait for your approval.
- If we do not receive your approval within 48 hours, we will cancel the order and issue a full refund.
- We do not ship any changes without your explicit approval.
- No partial refunds are offered in these cases.

Refused, uncollected, or returned-to-supplier parcels
- If you wish to refuse a parcel as part of exercising your right of withdrawal, notify us first via the withdrawal form or email so we can process your refund correctly.
- Without prior withdrawal notification, parcels refused at delivery, uncollected from pickup points, or returned due to customer inaction/incorrect address may result in deductions for shipping and handling costs we have actually incurred. Your statutory right of withdrawal to the product cost is unaffected.
- Parcels that route back to a supplier or a third-party facility we do not control are not eligible for a refund, as we cannot recover the item. Always use our designated return address.
- We can reship once upon request after reshipping fee payment and confirmation of a correct, complete address (subject to stock and carrier policies).

Incorrect address
- Orders undeliverable due to incorrect or incomplete address provided by the customer are not eligible for shipping refunds, but the right of withdrawal still applies to the product cost.

Anti-fraud safeguards
- We may require supporting evidence (photos/video/labels) for damaged or defective claims.
- We may reject refund claims that conflict with carrier scans, show signs of misuse, or violate our Conditions.
- These safeguards do not affect your statutory right of withdrawal.

Contact
C it all Customer Service
citallshop@gmail.com